Royal Reels Casino - Os ganhos do jogador foram anulados.

I am submitting a complaint against Royal Reels Casino for voiding my winnings without providing any supporting evidence.

I deposited and played normally, with total deposits exceeding $11,000. During the session in question, I used approximately $100 to purchase super free spins and won $104.72.

The casino later voided these winnings, claiming I breached Bonus Terms by "hoarding bonus funds in pending sessions." However, they have not provided any specific evidence — no game details, timestamps, or gameplay logs.

When I asked for clarification, they stated that their system automatically voids winnings if a bonus is cancelled during an "active spin." This suggests the decision was system-triggered, not based on any intentional action.

At the same time, my account was experiencing multiple technical issues:

- Missing winnings ($104.19 not credited)

- Gameplay interruptions

- Errors stating games were "not available in my jurisdiction"

- Temporary inability to access Pragmatic Play games

These issues could easily result in interrupted or "pending" sessions without any deliberate action.

I am an active player with VIP progress at 24%, Level 5 (Amethyst), and have been consistently playing on the platform. My behaviour reflects normal gameplay, not bonus abuse.

Despite providing screenshots and raising these concerns, the casino has refused to provide any evidence, stating the information is "internal only."

I am requesting your assistance in:

- Obtaining evidence of the alleged breach 

- Reviewing the fairness of the casino’s decision 

- Reinstating my voided winnings 

- Resolving the missing $104.19 

I am happy to provide all supporting documentation.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Reels Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible?
• Could you please explain whether you had an active bonus at the time of the incident? Have you completed the wagering requirements? Which promotion have you participated in?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thank you for your follow-up.

Please see additional clarification and supporting evidence below.

1. Account accessibility 

While I am able to log into my account, functionality has been inconsistent. I have experienced repeated issues including:

- Games becoming unavailable with "not available in your jurisdiction" errors 

- Winnings not being credited correctly 

- Inability to use my balance or continue gameplay after deposits 

- Intermittent or unavailable customer support 

2. Bonus usage and account activity 

The attached screenshots show my participation in multiple promotions offered by the casino, including:

- Bonus Fiesta 

- Royal Fortune Free Spins 

- Bonus Booster 

- Daily Wheel Free Play 

- Saturday and Sunday Challenges 

Specifically, I activated and used the Bonus Booster on 16/03/2026 at 13:59, which demonstrates normal engagement with promotions as intended by the platform.

3. Transaction history (including 16/03/2026) 

My transaction history shows a deposit of $76.00 on 16/03/2026, followed by multiple deposits on 17/03/2026.

This establishes a clear timeline:

- Active use of a casino-issued bonus (Bonus Booster at 13:59 on 16/03/2026) 

- Followed by continued legitimate deposits and gameplay 

This reflects standard user behaviour and does not indicate any form of bonus abuse or manipulation.

4. Withheld funds and "hoarding" allegation 

Today, the casino withheld $14.00, stating that I was "hoarding." 

I strongly dispute this claim. At no point have I intentionally delayed wagering, manipulated gameplay, or attempted to exploit bonus conditions. My gameplay has been consistent with normal use of the platform and its promotions.

This allegation has been made without any supporting evidence or explanation of how this conclusion was reached.

5. Position on allegations 

The casino has alleged a breach of bonus terms but has refused to provide any verifiable evidence. While they claim to hold internal logs, they have not provided any information that allows me to properly understand or respond to the allegation.

Given:

- My consistent and normal gameplay activity 

- Verified use of bonuses exactly as provided 

- Ongoing technical issues affecting my account 

- Missing winnings and restricted access 

- Additional unsupported allegation of "hoarding" 

I strongly dispute their findings.

I will provide all supporting screenshots, including bonus history, transaction history, evidence of system errors, and records of withheld funds.

Please let me know if you require anything further.

Kind regards, 

Thank you.

Thanks for your patience.

I went over the information you submitted in the thread and via email.

You wrote:

The casino later voided these winnings, claiming I breached Bonus Terms by "hoarding bonus funds in pending sessions." However, they have not provided any specific evidence — no game details, timestamps, or gameplay logs.

• Kindly share with me the communication where the casino accuses you of breaking the rules, justifies the confiscation of your balance, or cites any terms and conditions.
• Could you please explain whether you bought the 100-dollar feature using bonus money, or at the time a promotion was active?
• Do I understand correctly that you continued to play Gates of Olympus Super Scatter after making deposits?

Thanks in advance for your cooperation.

Thank you for your response and for reviewing my complaint.

Please see my responses below:

1. Communication from the casino 

I have sent email to your email address tomas@casinoguru.com correspondence where the casino states that my winnings were voided due to an alleged breach of Bonus Terms, specifically referencing "hoarding bonus funds in pending sessions." 

In their responses, they have not provided any specific gameplay details, timestamps, or logs to support this claim and have stated that such information is "internal only."

2. Use of funds / promotion 

At the time, I was actively playing on the platform. I used approximately $100 from my balance to purchase the feature (super free spins). To the best of my knowledge, this was part of normal gameplay while a promotion/bonus was active, not an attempt to bypass wagering requirements.

3. Gameplay (Gates of Olympus Super Scatter) 

Yes, that is correct. I continued to play Gates of Olympus Super Scatter after making deposits. My activity reflects normal gameplay — depositing, playing, and continuing sessions.

Additional context: 

At the same time, my account was experiencing technical issues, including missing winnings ($104.19), gameplay interruptions, and errors stating games were not available in my jurisdiction, including temporary inability to access Pragmatic Play games. These issues may have affected gameplay continuity and session behaviour.

Please let me know if you require any further clarification or additional evidence.

Kind regards.

Hello JessieGirl,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I went over the communication you provided.

You explained the game round that led to your 104 win was launched while the bonus was active; however, for the explanation, you received these winnings were removed automatically by the system as it was determined they would breach the rule about hoarding value.

Please note that we recognize that 'the delaying rounds' is a common bonus abuse strategy where value is accumulated with gameplay paid for by bonus money, the bonus is canceled, and the amount accumulated is released as real money, bypassing the need to wager the winnings.

If you believe you were accused unfairly, please provide a game history from the time the bonus was in play so we may review the timeline of events in detail.

In case the winnings you accumulated were supposed to be subject to bonus wagering, we will be forced to conclude you are not eligible for these winnings.

Looking forward to your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JessieGirl,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas